Do I have access to Support?

Do I have access to support?
Access to Support is included with your subscription to Tableau’s products and is available for the duration of your subscription contract. Support is also included with perpetual license purchases for one year and requires annual Maintenance Renewal. For more information on renewal, see our Subscription and Maintenance Policy.
I am a Partner or Consultant, how can I use my client’s Support contract?
If you are working on behalf of a registered user of a Tableau product, please provide your client’s name and account to avoid delays when opening support requests.
Can I cancel my Support contract?
Currently, Tableau does not offer the option to cancel support services.

When and how is Support provided?

What are Support's business hours?
See Business Hours on the Support Services page.
In what languages is Support offered?

Support is offered in the following languages:

  • English
  • French
  • Spanish
  • Portuguese
  • German
  • Japanese
  • Chinese
  • Korean

Note: Tableau strives to respond in your preffered language whenever possible but cannot always guarantee its availability

Can support be provided onsite at my company?
Our Consulting Services can provide on-site visits.
Is there a limit to the number of Support cases I can open?
There is no limit to the number of Support requests that can be submitted by licensed users.

What kind of issues are supported?

Can Support help me build better views and dashboards?
Support can answer general how-to questions and provide relevant help resources. However, for detailed questions specific to your data, our Professional Services team can assist.
Can I get assistance with how-to questions?
Support can answer general how-to questions and provide relevant help resources. For questions specific to your environment or data, our Professional Services team can assist.
What versions of Tableau are supported?
See the Supported Versions list on the Support Services page.
What data sources are supported?
See the Tech Specs for a complete list of supported data sources
What are the minimum hardware requirements?
See the Tech Specs for the minimum hardware requirements by product.
Can I get assistance building a 3rd party application?
Support does not provide assistance with the development of third-party applications but our Professional Services team can assist.
Can I get assistance with the Tableau APIs?
The Support team can answer general questions about the Tableau APIs and provide relevant help resources. For more detailed questions or a personal consultation, our Professional Services team can assist.
Does Support assist with billing issues?
For assistance with billing issues please contact our Accounts Receivable team.
Can I submit an idea for a new feature?
The best way to submit an idea for a new feature is to post it in the Tableau Community Ideas which is watched by the Development team. The Community can then respond and upvote the idea showing which ideas are the most popular.

How do I contact Support and what can I expect?

How do I contact Support?

You can submit a Support case through our webform or the Customer Portal.

For step-by-step directions, see Submitting a Case From the Webform and Submitting a Case From the Customer Portal.

What should my case include for the fastest response?

Providing more information when opening the case can expedite the resolution.

Useful information to include:

How do I share extra-large files with Support?
Large files can be shared through the Customer Portal or our secure file share. See Sending Large Files to Tableau Support for step-by-step directions.
How is the data I submit to Support secured?

Tableau maintains a comprehensive set of IT controls. See our Security page for more details.

For information regarding how Tableau Support manages the data submitted to investigate a product issue specifically, please contact your Account Manager.

How soon can I expect a response to my support case?
See the Targeted Response Times on the Support Services page.
Can I increase the urgency of my case?

Support factors in what level of functionality is blocked by the issue as well as upcoming deadlines to case prioritization. To communicate the issue urgency, select the appropriate Impact level when opening the case and note the circumstances in the description. If you believe the Impact has been incorrectly set, let us know by commenting on the case with more context.

How do I check the status of my support case?

Case status can be checked in the Customer Portal or by simply replying to a case email and requesting an update.

See our Targeted Response Times for reference and Getting Started with the Customer Portal for step-by-step directions for checking the case status.

Does support offer Service Level Agreements (SLAs)?
No, Tableau does not offer formal service level agreements (SLAs) on cases. We aim to provide an initial response within 24 hours. See our Targeted Response Times for reference.

What other resources are there?

How do I get started?
Browse resources for gettting started by product on our Knowledge Base or try the Starter Kits for a guided experience.
What free resources are available for learning and solving issues?
What paid resources are available for in-depth and tailored assistance?
These in-depth resources are also available: